Odido, a leading mobile provider in the Netherlands with over 7 million customers, recognized the increasing demand for personalized experiences. Partnering with GX Software, they leveraged customer data to create tailored communication strategies across multiple touchpoints. Together, they developed "Maestro," a cloud-based platform that delivers the right message at the right time using real-time data integration. This case study highlights how Odido transformed customer engagement, improving satisfaction and driving business results.

The Challenge

Transforming Customer Data into Actionable Insights

Odido recognized early on the need to leverage customer data to provide personalized experiences across multiple touchpoints. In 2016, they partnered with GX Software to develop an omnichannel strategy that could effectively scale personalized communication.
Transforming Customer Data into Actionable Insights
Implementing a Next Best Action Model

The Solution

Implementing a Next Best Action Model

To create personalized customer journeys, Odido collaborated with GX to develop "Maestro," a cloud-based platform that utilizes customer data to determine the best next step in each customer's journey. By integrating with the BlueConic Customer Data Platform (CDP), Odido automated customer engagement across various channels, including web, app, and outbound communications, as well as call center interactions.

Results: Driving Engagement and Reducing Churn

  • 85% of converted customer journeys are influenced by messages delivered via Maestro.
  • Click-through rates range from 8% to 12% for key product offers.
  • Self-service interactions via the website and app reduced repeat call center contacts by 51%.
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